Bilingual Specialist, Pharmacy Customer Service Contact Centre

at Loblaw Companies Limited
Location Saint-Laurent, Canada
Date Posted September 23, 2022
Category Call Centre / CustomerService
Job Type Permanent

Description

Les candidats référés ne doivent pas postuler directement pour ce poste. Toutes les références de candidats doivent d'abord être soumises dans Workday par un collègue de Loblaw actuel.

Emplacement:

400 av Sainte-Croix, Saint-Laurent, Québec, H4N 3L4

Chez Loblaw, nous sommes là pour aider tous les jours des millions de Canadiens, qu'ils vivent leur meilleure ou leur pire journée ou une journée de célébrations. Grâce à nos innovations et à nos produits de qualité, nous sommes présents pour nos amis, nos voisins, nos membres de la famille et nos collègues.

Nous réussissons grâce à la collaboration et l'engagement, et nous avons des attentes élevées envers nous-mêmes et ceux qui nous entourent.

Nous sommes à la recherche de personnes flexibles qui seraient ravies de se joindre à nous dans le but d'aider les Canadiens à " Vivre bien, vivre pleinement "MD. Que vous commenciez tout juste votre carrière, que vous recommenciez à travailler ou que vous cherchiez un nouvel emploi, vous aurez votre place ici. Nous promouvons le leadership à tous les niveaux et soutenons nos collègues dans la poursuite de leur passion.

Does working with some of Canada's most versatile minds in innovation supporting retail, digital consumer solutions and analytical platforms excite you? Loblaw Technology & Analytics powers game-changing retail solutions, giving our customers the ability to live their lives well.

Come work with a team that values diverse ideas, prioritizes a culture of inclusion and develops our talent from within. Loblaw Technology & Analytics gives you the chance to excel and helps you to strive for success in a big way. Keep reading to learn more!

We are hiring: Bilingual Specialist, Pharmacy Customer Service Contact Centre

Reporting directly to the Manager, Pharmacy Contact Centre, you will respond to telephone and email inquiries from the stores regarding various Pharmacy systems. You will be the first level of contact for stores and ensure that any presented issues are either resolved or a plan of action is clearly communicated on how resolution will be reached.

What You'll Do:

Respond to store contact (via multi-channels) and troubleshoot issues, providing first level resolutions or triaging calls to appropriate teams when needed
Obtain information quickly and efficiently from stores and communicate appropriate next steps, setting expectations on resolution path and timing. Summarize complex issues to promote seamless transition of incidents between support teams.
Update and maintain knowledge base for a wide range of pharmacy hardware, software and networking issues so that you can continue to provide effective support in a dynamic environment
Identify and communicate trends for critical issues and improvement opportunities, including recurring issues or patterns which will facilitate prompt resolution of issues
Capture and record key points of interaction into the appropriate tracking systems. Liaise with internal departments to ensure store incidents being addressed, investigated, resolved to ensure service level agreements are met
Maintain a high level of knowledge regarding the Pharmacy system to provide accurate responses to concerns or issues
Understand IT and Business support systems and language and how they relate to Pharmacy support
This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload, and projects. Superior communication, courtesy, diplomacy, and problem solving are required in dealing with the stores and colleagues.

What You'll Need:

Proficiency in Kroll, HealthWATCH and/or Assyst Rx is an asset
Previous experience in customer service or customer advocacy role. Shoppers Drug Mart / Loblaws experience is an asset
Recent experience as a Pharmacy Assistant or Pharmacy Technician is an asset. Knowledge of retail pharmacy workflow
Proficiency with PC-based internet and software applications, including Microsoft Office applications such as Word, Excel and PowerPoint
Ability to work flexible hours (including overnight and weekend shifts) within a fast-paced and dynamic environment
Excellent verbal and written communication skills
Individual must be an analytical problem solver with attention to detail
Professional, enthusiastic, dependable, and flexible. Must take initiative and be able to work with little supervision. Ability to contribute in collaborative team environment

What Loblaw Offers You

We offer flexibility and balance, and an environment that sets you up for success no matter where your workspace is located.

Here, you will find a phenomenal team to help you achieve your goals as you help us achieve ours! Work in our fast-paced, exciting Technology environment, helping our stores, colleagues and customers every day.

Loblaw colleagues also enjoy:
Work Perks Program
On-site GoodLife Fitness, Basketball & Volleyball courts, Ice Rink, Groceries delivered to work via PC Express, Dry Cleaning services (1PCC Office)
Tuition Reimbursement & Online Learning
Pension & Benefits
Paid Vacation

If you're up to the challenge, then we would love to hear from you. Apply today, and get the process started.

At Loblaw, we respect the environment, source products with integrity and make a positive difference in the community. Our CORE Values - Care, Ownership, Respect and Excellence - guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits - these are some of the many reasons why we are one of Canada's Top Employers.

Loblaw recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation's evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. At Loblaw, we celebrate diversity where differences are valued and supported. Commitment to being an equal opportunity employer is a priority to us, and we encourage people from all backgrounds and identities to apply to our jobs.

Accommodation in the recruitment, assessment, and hiring process is available upon request for applicants with disabilities.

We thank all candidates for their interest but please note, those candidates who meet the minimum requirements for the position will be contacted.

Loblaw est engagée envers la durabilité, en assurant un approvisionnement intègre et en faisant une différence positive dans la communauté. Nos valeurs ÊTRE - Engagement, Tenir à cœur, Respect et Excellence - guident toutes nos décisions et prennent tout leur sens au sein de notre culture bleue. Nous offrons à nos collègues des carrières progressives, une formation complète, de la flexibilité et d'autres avantages concurrentiels; voilà quelques-unes des nombreuses raisons pour lesquelles nous sommes l'un des meilleurs employeurs au Canada, tant de manière générale que pour la diversité et les jeunes canadiens, ainsi que l'un des employeurs les plus verts.

Type d'emploi:

Temps plein

Type de Rôle:

Poste régulier

Nous nous concentrons depuis longtemps sur la diversité, l'équité et l'inclusion, car nous savons que ces valeurs feront de notre entreprise un meilleur endroit où travailler et magasiner. Nous nous engageons à créer un environnement accessible pour nos collègues, nos candidats et nos clients. Les demandes d'accommodement en raison d'un handicap (pouvant être visible ou non; temporaire ou permanent) peuvent être formulées à n'importe quel moment dans l'emploi et dans le processus de candidature. Nous encourageons les candidats à nous faire part de leurs besoins en matière d'accommodement afin qu'ils puissent bénéficier d'occasions équitables.

Remarque
Les candidat(e)s âgé(e)s de 18 ans ou plus doivent effectuer une vérification des antécédents criminels. Les détails seront fournis dans le cadre du processus de demande.

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